This Policy sets out how to request a return, how remedies are assessed and how product warranties work. UkaMart Global Ltd (RC1532291) is responsible for products it sells itself. Independent marketplace sellers are responsible for their sales, with UkaMart providing the process described in Document 3 and retaining its own legal obligations.
1 Overview
The order record identifies the seller and product terms. Statutory remedies, an additional warranty and a voluntary change-of-mind offer are different protections. A shorter voluntary period or warranty exclusion does not remove mandatory consumer rights.
Contact support@ukamart.com with the order reference. You can use email even if your account is restricted or an app form is unavailable.
2 Products eligible for return
Eligible reasons include non-conformity, defects, wrong supply, damage, counterfeit goods and other grounds recognised by law. A voluntary change-of-mind return applies only to products expressly marked eligible before purchase.
For a seller-responsible problem, the seller bears the required remedy and reasonable return costs. UkaMart bears these obligations on its own retail sales and any responsibility otherwise imposed on it by law. UkaMart processes approved refunds for eligible official orders and recovers the seller-responsible amount separately; lack of seller funds does not postpone the buyer's approved refund.
3 Reasons for return
Tell us whether the product is defective, wrong, damaged, counterfeit, materially different from the description, missing promised parts or unwanted under an eligible voluntary offer. You may explain more than one issue.
We assess the actual facts rather than rejecting a valid complaint because the wrong menu option was selected. Non-delivery follows Document 3 and does not require a physical return.
4 Return period
Request a voluntary change-of-mind return within 7 calendar days of delivery for an eligible, unopened, sealed new product. Dispatch it within 7 calendar days after receiving valid return instructions. We extend the dispatch period where our instructions or collection arrangements cause delay.
Report visible damage, wrong items and obvious mismatches within 7 calendar days where reasonably possible. This reporting target is not a waiver of legal rights. Qualifying quality failures within three months of delivery attract the FCCPA remedy at the supplier's risk and expense; other statutory or warranty rights may last longer.
Hidden faults, inaccessible support and reasonable explanations for late reporting are considered. Time runs from actual delivery, not dispatch or an incorrect delivery-status entry.
5 How to submit a return
Send your order reference, product, reason, date discovered and requested remedy to support@ukamart.com, or use the available order support control. We provide a case reference and instructions for an authorised return destination or collection.
Do not send a parcel to an unconfirmed branch or a private address supplied by an unknown person. A return authorisation starts handling; it does not predetermine the inspection outcome. Keep the collection or dispatch receipt.
6 Evidence required
Provide relevant photographs, videos if available, listing details, receipts, messages, serial numbers or IMEI and a description of the fault. No compulsory unboxing video applies. We accept reasonable alternative evidence.
We may request a proportionate inspection and explain any proposed charge before you agree. Do not send passwords, cloud-account credentials or unnecessary identity documents. We handle evidence under Document 1.
7 Product condition
Take reasonable care and include supplied accessories where available. For voluntary change-of-mind returns, keep the product unused, sealed and complete as described in the offer. These conditions do not automatically defeat a statutory defect claim requiring the package to be opened or the item to be tested.
Before returning a device, back up and remove personal data where safe and possible, sign out of accounts and remove your own activation lock. If the fault prevents this, tell us. An intake record documents the device and condition; we do not require your account password for ordinary testing.
8 Non returnable items
The voluntary change-of-mind offer excludes opened software or redeemed digital codes, personalised goods, perishables, opened hygiene-sensitive goods and products clearly identified as ineligible before purchase. Used, refurbished and for-parts goods have no general voluntary change-of-mind entitlement unless an offer expressly grants one.
These exclusions do not excuse counterfeit supply, undisclosed faults, wrong goods or other statutory grounds. Hazardous items may require special handling rather than an ordinary courier return.
9 Defective items
The seller must assess a reported fault against the description, reasonable quality requirements and applicable warranty. Normal wear, buyer-caused damage and a pre-existing defect require different findings; an unsupported accusation of misuse is insufficient.
Repair, replacement or refund must comply with the law and the applicable promise. Do not continue using an unsafe product while awaiting review.
10 Wrong products
The responsible seller must arrange return and correct supply or refund, including reasonable return costs caused by its mistake. No extra payment is required merely to receive the product already purchased.
Substitution requires informed agreement. A buyer may reject an unagreed replacement, even if the seller considers it an upgrade.
11 Damaged products
Report the condition and preserve packaging where practicable. A delivery signature or OTP does not waive a hidden-damage claim. The seller and carrier resolve their own cost allocation without requiring the buyer to abandon the sale remedy.
For leaking, swollen or dangerous batteries, obtain safe handling instructions and do not send through an ordinary parcel route without approval.
12 Counterfeit products
We assess authenticity evidence and may obtain specialist input. A confirmed counterfeit is not repaired into compliance or resold as an ordinary returned item. The responsible seller must provide the lawful remedy and costs.
We explain lawful return, preservation or disposal instructions. We do not demand destruction of evidence before the claim is resolved or require a buyer to obtain an unnecessary paid brand report.
13 Replacement
A replacement must match the agreed product and condition, or an alternative expressly accepted by the buyer. State availability, delivery arrangements and the applicable warranty in writing.
The buyer is not required to accept a materially different item or indefinite delay. Where replacement cannot satisfy the applicable right or agreement, an appropriate alternative remedy is considered.
14 Repair
Use a competent repair route appropriate to the product. Before a voluntary repair agreement, state the fault assessment, work, parts, costs if any, estimated completion and transport arrangements. Do not use repair to avoid a refund or replacement required by law.
Get permission before accessing personal data beyond what is necessary for testing. Provide a repair record and explain any continuing coverage. Further faults and failed repairs are assessed on their merits.
15 Refunds and partial settlements
Refund calculations identify the affected product amount, relevant delivery charges, lawful deductions and payment components. A seller-responsible return is not reduced by an arbitrary restocking fee. A buyer choosing a voluntary return may bear a reasonable return-delivery charge disclosed before purchase.
Buyer and seller may agree to a partial refund with the buyer keeping the product, or another partial settlement. UkaMart records their agreement, processes the partial refund and adjusts the seller proceeds and any related commission. Record the exact issue, amount, payer, payment method, deadline, item disposition and each party's affirmative acceptance. Do not close the case before performance or treat the agreement as a waiver of unrelated or mandatory rights.
Discounts are allocated fairly to the affected items. Return delivery is allocated by the established reason. The seller bears reasonable costs for wrong, defective, counterfeit or materially misdescribed goods attributable to its supply. UkaMart bears costs caused by its own error. Carrier-caused loss or damage is resolved with the carrier without shifting that cost to an innocent buyer. A permitted change-of-mind return or buyer-caused incorrect address may carry reasonable costs disclosed before purchase. We investigate disputed responsibility before allocating costs; an unresolved seller-carrier allocation does not postpone a remedy already due to the buyer.
No one receives duplicate reimbursement for the same loss. Report parallel bank disputes or refunds so amounts can be reconciled.
16 Refund method
Paystack payments are ordinarily refunded through the original provider route. Payments made directly to UkaMart's designated bank account are ordinarily refunded by verified bank transfer to the original payer. If that is unavailable, we explain and agree a lawful alternative after proportionate identity checks. Money paid is not replaced with store credit without free agreement.
For purchases using money and promotional discounts, the statement separates each component. Restore promotional value under its disclosed offer rules without disguising a cash refund as credit. Support never needs your PIN, security code or OTP.
17 Processing and appeals
We acknowledge within 2 business days, provide return instructions or identify necessary missing information within 3 business days, and aim to decide within 5 business days after receiving the returned item and reasonably necessary evidence. If no return is needed, the decision target runs from receipt of sufficient evidence.
UkaMart initiates an approved refund within 2 business days of final approval, or sooner if law requires. Provider or bank posting is a separate step; we provide the reference and the provider's applicable estimate. We do not mark a queued or failed payment as completed and do not delay an approved buyer refund while awaiting recovery from a seller.
If inspection or a remedy takes longer, we explain why and give a dated update. Appeal within 30 calendar days to support@ukamart.com. We acknowledge within 2 business days and aim for a human-review result within 10 business days. Reasonable late appeals and statutory rights remain available.
18 Seller responsibility
The seller must cooperate, provide reliable condition and warranty records, fund the required remedy and pay reasonable costs attributable to its non-conforming supply. The Seller Agreement authorises justified deductions and recovery with notice and review; it does not authorise arbitrary penalties.
A manufacturer or courier dispute does not excuse the seller's own obligations. Neither removal of a truthful review nor an unrelated rights waiver may be required for a remedy.
19 UkaMart responsibility
UkaMart provides its required remedies for “Sold by UkaMart” products. For eligible independent marketplace orders paid through official checkout, UkaMart administers claims and processes approved refunds, including approved partial settlements. It uses retained order funds where available and separately recovers seller-responsible amounts under the Seller Agreement if those funds are insufficient or have already been paid out.
UkaMart's recovery dispute with a seller is not a condition of the buyer receiving an approved refund. This does not make every complaint automatically valid or cover private payments to sellers. We give reasons for decisions, distinguish approval, initiation and completed credit, and provide human review.
UkaMart remains responsible for its own statutory duties, negligence and contractual commitments. A seller remains responsible for its goods and applicable repair, replacement and warranty obligations.
20 Manufacturer warranty
A manufacturer warranty is an additional promise from the named manufacturer. Check region, duration, authorised service route, proof of purchase and coverage. An imported product may lack local manufacturer service; this must be disclosed before purchase.
The seller cannot redirect every statutory complaint to the manufacturer. A manufacturer warranty does not replace the seller's obligations.
21 Seller warranty
A seller offering a warranty must state its own identity, covered item, duration, start event, covered faults, exclusions, parts and labour, transport costs and claim route before purchase. The seller must honour the promise preserved in the order record.
“Warranty available” without usable coverage details is insufficient. Exclusions must relate to the fault and cannot contradict mandatory rights.
22 UkaMart warranty where applicable
An additional UkaMart warranty applies only where a product offer identifies UkaMart Global Ltd as the warranty provider and gives the coverage terms. Marketplace placement alone does not create it.
The absence of an additional warranty does not remove UkaMart's legal obligations on its own retail supply. We do not present a seller's warranty as UkaMart-backed unless expressly agreed.
23 Used device warranties
Used, open-box, refurbished, renewed and for-parts conditions must be accurately distinguished. Record the model, serial or IMEI, battery condition where tested, accessories, repairs known to the seller and material faults. “UK Used” is not a certification or a promise of UK warranty.
Functional phones and computers must have lawful provenance, appropriate IMEI or serial checks, and disclosed network, activation, financing and management-lock status. A device subject to an undisclosed iCloud, Google, MDM or similar lock is non-conforming. Sellers must not sell stolen or activation-locked devices as ordinary functional stock.
A for-parts description does not excuse stolen goods or conceal ownership locks. Any lawful, explicitly restricted device requires prior category approval and clear limitations. Additional battery, accessory and used-device warranty promises must state their actual periods. A broken seal alone is not proof that a buyer caused a fault.
24 Statutory consumer rights
Nigerian consumer protections prevail over inconsistent exclusions. Inspection, qualifying returns, product quality and defective-product rights remain available under the FCCPA and other applicable law. No blanket “no refunds” statement, sale discount or seven-day voluntary period overrides those rights.
You may contact support@ukamart.com, the FCCPC through https://fccpc.gov.ng/, or a competent court. Internal review is not a prerequisite to an available legal remedy. Privacy questions go to privacy@ukamart.com.
For these service targets, business days mean Monday to Friday excluding Nigerian public holidays. Calendar days include weekends and holidays. Any shorter mandatory legal deadline takes priority.